I deal with other vendors like CA for ACF2 and MIM, and Syncsort.
NEITHER charges me for electronic support. It comes with the product as
it should. Support has been stellar whether it be an actual bug in the
code or a fubar on my part. The people in tech support I've worked with
in IBM the same can be said. The same can not be said for IBM and what
they want to and now are going to charge for versus CA or Syncsort. I'm
10 years out on retirement and sure do hope to see this new IBM thinking
go by the way side or I'm afraid there wont be an IBM left. I never
thought I'd see the day that my favorite platform is being killed from
within.
On 10/16/2012 6:00 PM, Scott Ford wrote:
I don't disagree with either of you. Customer service is lacking with a lot of
vendors. But on the flip side I will tell you from experience a lot of
customers are lacking talent in the systems arena. This isn't a big surprise a
lot of guys my age are retiring or retired. We go above and beyond usually in
service on our products because of our size.
Scott ford
www.identityforge.com
Tell me and I'll forget; show me and I may remember; involve me and I'll
understand. - Chinese Proverb
On Oct 16, 2012, at 1:26 PM, Brian France <[email protected]> wrote:
Howdy Barb,
See imbedded below...
On 10/16/2012 12:59 PM, ibmmain wrote:
Brian,
Well we had such a pleasant phone call on Friday with IBM reps on this
subject. Much to our DISMAY, they maintain that this access was never
free and that promoting web sites costs money.
I think what you're seeing here is that someone at IBM screwed up royally. It
all comes out because IBM now 'consolidates' their many tools on different
platforms into one (named SR), and SR is built on assumptions that IBM came up
with in their ivory tower. SR exposes that most of the customer data bases are
equally screwed up. New customer numbers are assigned sometimes on a
product-by-product basis, and it is sufficient for one manager at your site
signing off on something like this six years ago for you now to have a binding
contract that does not include opening problems electronically.
Yes, I do believe you're totally correct on this. I kinda had been
thinking that especially since we had the meeting Friday and I kept hearing the
same over and over, IBMLINK is what I know, not the other URL's. And it
continues to highly urinate me that they don't have the guts, nads, choose your
optimum word here, to admit it OR even more importantly, notify upfront.
Somewhere in there I have to think breach of contract when you take away access
without notification...
I have seen this when IBM forced session manager on us (instead of NetView
Access) by the simple expedient of silently terminating the NVAS licence in our
contract and substituting session manager instead. We had never agreed to that,
but my boss had signed off on it when the contract was up for renewal and there
we were. More recently, when Sterling was bought by IBM, IBM was incapable of
putting the NDM licence under the same contract we have always had opened PMRs
under. IBM silently opened a new customer number just for NDM and made a
colleague of mine admin for it. Need I mention that none of us could access
that customer number?
I feel your pain. This is certainly NO customer service at all. In the long
run, it is one more nail in z/OSs coffin
Yes the pounding of nails at IBM is just astounding. A bigot of them
I've been, but no more...
.
Barbara Nitz
----------------------------------------------------------------------
For IBM-MAIN subscribe / signoff / archive access instructions,
send email to [email protected] with the message: INFO IBM-MAIN
--
--
Brian W. France
Systems Administrator (Mainframe)
Pennsylvania State University
Administrative Information Services - Infrastructure/SYSARC
Rm 25 Shields Bldg., University Park, Pa. 16802
814-863-4739
[email protected] <mailto:[email protected]>
"To make an apple pie from scratch, you must first invent the universe."
Carl Sagan
----------------------------------------------------------------------
For IBM-MAIN subscribe / signoff / archive access instructions,
send email to [email protected] with the message: INFO IBM-MAIN
----------------------------------------------------------------------
For IBM-MAIN subscribe / signoff / archive access instructions,
send email to [email protected] with the message: INFO IBM-MAIN
--
--
Brian W. France
Systems Administrator (Mainframe)
Pennsylvania State University
Administrative Information Services - Infrastructure/SYSARC
Rm 25 Shields Bldg., University Park, Pa. 16802
814-863-4739
[email protected] <mailto:[email protected]>
"To make an apple pie from scratch, you must first invent the universe."
Carl Sagan
----------------------------------------------------------------------
For IBM-MAIN subscribe / signoff / archive access instructions,
send email to [email protected] with the message: INFO IBM-MAIN
